호텔 프론트 데스크 종사자의 감정노동, 감정고갈, 직무만족, 감정지능의 관계Relationship between Emotional Labor, Emotional Exhaustion, Job Satisfaction, and Emotional Intelligence of Hotel Front Desk Workers
- Other Titles
- Relationship between Emotional Labor, Emotional Exhaustion, Job Satisfaction, and Emotional Intelligence of Hotel Front Desk Workers
- Authors
- 박광희
- Issue Date
- Jan-2022
- Publisher
- (사)한국관광레저학회
- Keywords
- Emotional Labor; Emotional Dissonance; Emotional Effort; Emotional Exhaustion; Job Satisfaction; Emotional Intelligence; 감정노동; 감정부조화; 감정노력; 감정고갈; 직무만족; 감정지능
- Citation
- 관광레저연구, v.34, no.1, pp.295 - 314
- Journal Title
- 관광레저연구
- Volume
- 34
- Number
- 1
- Start Page
- 295
- End Page
- 314
- URI
- https://scholarworks.bwise.kr/gachon/handle/2020.sw.gachon/83412
- ISSN
- 1229-0424
- Abstract
- This study was designed to identify the relationship between emotional labor (EL), emotional exhaustion (EX), and job satisfaction (JS) of hotel front desk workers and to investigate the effect of emotional intelligence (EI). This study has several differences from previous studies. First, this study was designed to comprehensively analyze the relationships between EL, EX, JS, and EI. Second, the homogeneity of the research subjects was secured. Third, this study analyzed EI by dividing it into four dimensions. It can be said that active factors have a greater effect on outcome factors (EX and JS) than negative or passive factors. The result shows that workers with high EI are more likely to recover from EX than those with low EI.
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